HR to ITSM
Deel to ServiceNow integration: EOR employees and contractors as users, with on- and offboarding
With an integration between Deel and ServiceNow, own employees, EOR employees and contractors from Deel become users in ServiceNow, with department, country and manager, and a signed contract or last working day in Deel automatically orders the onboarding or offboarding item from the ServiceNow service catalog. The service desk sees for every user which type of working relationship they have.
What the integration does
Organisations that hire people in several countries through Deel and use ServiceNow for IT often arrange laptops and accounts through separate requests. The ServiceNow Store has no Deel integration, and contractors and EOR employees are then missing from ServiceNow until someone creates them by hand.
- KoppelHet subscribes to Deel's webhooks for contracts and workers.
- On every webhook KoppelHet checks the signature, acknowledges straight away and then fetches the person with only the fields ServiceNow needs.
- KoppelHet creates or updates the user in ServiceNow, with department, country and manager.
- For a new person KoppelHet orders the onboarding item well before the start date.
- On a last working day KoppelHet orders the offboarding item and sets the user to inactive after that day.
What to watch for with Deel and ServiceNow
- Besides own employees Deel also holds EOR employees and contractors, and all of them need IT. KoppelHet records the type of working relationship on the user in ServiceNow, so the onboarding item for a contractor with their own laptop only arranges accounts.
- Deel retries a failed webhook up to ten times, the last time after sixteen hours, and then disables the subscription. KoppelHet monitors that subscription and compares the active people in Deel with ServiceNow every day, so a disabled webhook does not silently leave leavers behind.
- Deel may deliver the same webhook more than once. KoppelHet remembers which events have already been processed, so a duplicate notification does not order a second onboarding request in ServiceNow.
- The Deel person record also holds data such as a social security number. KoppelHet only requests from Deel the fields ServiceNow uses, so that data does not even reach the KoppelHet platform.
- People through Deel often work in a country without an office of their own. KoppelHet creates a location per country in ServiceNow, so the task to ship the laptop reaches the team that serves that country.
- Deel gives the manager as a person with their own worker_id. That is also the key in ServiceNow, so approvals in the service catalog go to the manager recorded in Deel, even if that manager was hired through Deel too.
- A contractor with an end date has a last working day in Deel. If the contract is extended, that date moves; KoppelHet adjusts the date on the open offboarding request instead of ordering a second request.
This integration is also part of joiner, mover, leaver.
How we build and run it
- The integration runs on the KoppelHet platform, hosted in a data centre in the EU.
- Every sync and every error is visible in the functional log; on an error your administrator is notified.
- A change that cannot go through is not half-applied but queued for another attempt.
- KoppelHet is ISO 27001 certified. Data travels encrypted and stays on the platform no longer than needed.
- After go-live we manage the integration and adjust it when your process changes.
- The integration fits next to your existing integration layer. Only the fields in the design are transferred; the platform keeps no register of its own.
Implementation and price
This is not an app you switch on. We build the integration for your organisation on our platform, with building blocks we reuse on every project. So it is custom work that does not start from scratch.
A consultant prepares the intake and analyses both systems. We then record the mapping and exceptions field by field, test in the test or acceptance environment and go live at a moment you choose. Costs are a one-off amount for the setup and a monthly amount for platform, monitoring and support.
Frequently asked questions
Does Deel have an integration with ServiceNow?
Not in the ServiceNow Store, as far as we found. There are no-code platforms with a Deel-ServiceNow template; KoppelHet builds directly on the APIs of both sides.
Do contractors also go into ServiceNow?
Yes, if you want them to. Per type of working relationship we agree whether a user and an onboarding request are created.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Deel through the HRIS People API (GET /people with fields for only worker_id, preferred_first_name, last_name, work_email, department, work_location, direct_manager, hiring_type, hiring_status and termination_last_day) and webhooks (x-deel-signature HMAC-SHA256 with x-deel-hmac-label, 200 within 30 seconds, ten attempts up to sixteen hours, then disabled; recognise duplicate delivery by event_id).
- ServiceNow through the Import Set API (insertMultiple) with transform maps, coalesce on employee_number and run_after for cmn_department and cmn_location before sys_user. Catalog requests through POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with sysparm_requested_for; date changes through the Table API on sc_req_item.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Deel | Field in ServiceNow | Notes |
|---|---|---|
worker_id | employee_number | Coalesce key |
preferred_first_name, last_name | first_name, last_name | |
work_email | email | |
department | department (cmn_department) | |
work_location en land | location (cmn_location) | |
direct_manager.worker_id | manager | |
hiring_type | Soort gebruiker | |
termination_last_day | Datum in het offboardingverzoek |
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